Sun Cellular Sucks Big Time!!!

Sun Cellular Sucks!!!

Okay Sun has a new sim and they call it Call and Text International Sim. I never knew it will waste 2.5 hours of sleeping time talking to their Customer Service people.

So for a 1 peso per text this is surely something you can not by pass specially if you are a frequent texter abroad. I bought this Sun sim and put it on my phone. Texted a mobile in another country but never got a reply. So what I did was, load a 150 peso credit and called the number. Error message so I tried it again and sane error message. The number is valid because I always call it using my Onesuite voip account.

I called their customer service and talked to someone who said she needs to transfer me to a person who has access to these things. After a few minutes of explaining everything, the girl told me that my balance is currently 116 pesos only. I told her why I got charge and how can I be sure that my next call will go through and I was cut in the middle of my sentence.

So I called again and this time I made sure to get the name of Sun customer service representative and her name was Canz. She is helpful but misinformed. She told me initially just like the previous 2 persons I talked to that the rate for the country I am trying to call is $0.20 which as far as I know is really $0.30. Again like the previous 2 CSR's, she apologized for the wrong information she gave me. So I repeated my concern and yet again I was cut. I am starting to think that they are hanging up on me.

Of course I called again and this time talked to Giovanni and asked if he can transfer my call to Canz and he said he will just try to assist me. I told him I am tired repeating my concern over and over again and I will appreciate if he can transfer me instead. He said he will but he needs my name and phone number (for the nth time) and then he said he will transfer me to Prepaid Customer Service deparment. I said "huh? well what department is this, the one I am calling right now? He said, "its the prepaid customer service department sir" "So what is the difference" I replied. He said something I didn't understand but I just said go and transfer me.

Now another CSR and his name is Percy. This time I asked for supervisor but also told him him that surely there will be no supervisor around. Lo and behold I was right because he came back after he supposedly try to lok for one but can not find any supervisor around. So I just requested to transfer to Canz but he said its not possible because he or she might be on a call. I told him what if she's not on call? He just repeated his answer that he or she might be on call. Then I am positively that he hang up on me so I called again and luckily I got Percy on the line again. He was suprised to get the same person and he said there might be a problem on their system. So even though I am tired because its already 2 am in the morning, I repeated everything I said for the 4th time and was informed about these things:

For international calls you will get charge even if:

The number is not valid. For example you dial 0012345678900
The number you are tring to call is busy
The number you are trying to call didn't answer

Now I asked why the balance is 116 pesos if the rate to the country I am calling is $0.30 (14 pesos) per minute. Surely it doesn't add up. If I got charged for the 2 calls at 1 minute each then my balance should be 122 pesos instead. PErcy said he will file a report for the missing 6 pesos and I was trying to expalina and tell him something when theline suddenly...yes again for the nth time...the line was cut.

I checked my call history on my mobile and noticed my call durations for calling their hotline was always 15 minutes. So I called again and this time I got Kevin. I told him why I was getting cut every 15 minutes and he said theres a time limit on their system so if they're talking to a customer and 15 minutes is up, systme will automatically cut the line. WHAT A RIDICULOUS POLICY HUH? And they don't even inform their customer. I was cut 4 or 5 times and nobody informed me. And they call themselves customer support?

So AGAIN I repeated everything I said andmade sure to watch my call duration and finish everything before 15 minutes is up. I got my ticket number and told to call them back after 3 working days.

Sun Cellular really sucks! My dad tried it a couple of years ago and the signal is inconsistent and now their service and support sucks also, bigtime.

Why impose a 15 minute limit talk time to your system that it will automatically cut the line even though the customer is not done yet with his concern? Now instead of spending only 20 minutes on the phone with their CSR I spent about 2 hours for calling back and forth. Also their CSR are misinformed about their products and rates and 5 out of the 6 persons I talked to doesn't know the countries and their respective rates.

I am using SMART for 5 years now and been a Globe subscriber also before. Of course those two telecom companies has their own hiccups too but none compare to Sun Cellular which I was barely a subscriber for a couple of hours and yet experienced this. I am very much contended with the VoIP I am using with Onesuite.com with rates like 1 peso per minute in North America and 2 pesos to 5 pesos in other countries makes you call more often than usual. But the reason I tried Sun Cellular because of their cheap 1 peso text but I confirmed this morning through chat that the person I texted replied but I never received any from my Sun sim. Argh!!!

Jollibee scandal

Jollibee and Hetty decided to take it to the next level. You can see a common similarity from their staff to managers down to their mascots, they always screw around.

Shoot! Jollibee's service really really suck!

Okay my co worker just finished talking to a manager from Jollibee Emerald Ave branch. I will let him write his own story so here he goes.

Dang it! I don't know how they train their managers but this "guy" manager I talked to seems...so....can't find the right word really. So here's what happened:

I went back to Jollibee to let them see and check the rice that they served to me. I told the "guy" manager to check their rice discreetly because there's a lot of customers waiting in line and I don't want them to rattle or something. So I handed him the rice and he opened it up and went back inside. He came out after a minute and said they will conduct an investigation. Because I haven't finish my food earlier, I'm still hungry and will take my lunch nearby so I told him I can not just wait there. He asked for my complete name and phone number (office number) and told him that I won't be back until 45 minutes later so make sure they will call me after 45 minutes or so.

It's 6pm when he called me at my office. He said based on the result of their investigation, the rice is good and maybe I just smelled it differently. Well, I told him I ate a spoonful of it and the smell wasn't nice, even my co workers said the same thing. He insist that the rice is good. So I just told him, then why just inform and call me now and he said because he's still waiting for me to return to the branch. Geez...I told him "you asked for my number because you will call me instead then why wait for almost 6 hours before calling me?" and he said "Sir honestly I'm still waiting for you to come back". At that point we are going around in circles so I asked him if I can put everything in writing and let him acknowledge it by signing it. He said he can only receive but can not sign anything and I told him then its pretty useless for me to put everything in writing because you can always deny whatever it is in there later on. He said thats there SOP and he really can not do anything about it. After having an argument for a good 20 minutes, I decided its useless to continue talking to him so I said thank you and called 898-7777, Jollibee's customer support number.

I talked to Rea or Rhea and told her everything and she said they will coordinate with the branch and a QM (whatever that means). I still need to finish a lot of work and hopefully they will do something about it.

I can not believe this...another Jollibee spoiled product?!?

Today February 14, 2008 (Happy Valentines by the way) my co worker decided to take his chance at Jollibee Emerald Ave. branch (yes the same branch as before) because he thought that my incident was an isolated case. He was wrong. The picture on the right is the actual partially eaten spoiled rice (again?) he ate. He immediately called my attention and let me smell the rice which has a strong odor of spoiled food. I took out my handy Blackberry and took a picture.

This is the second time we, here at our company experienced eating spoiled food in as many weeks. And I bet we are not the only people who complained about it. How about those people who ate the same batch of gravy last week? How about those customers who took the same batch of rice today?

If I would rate Jollibee Emerald ave branch food quality, I'll gave it a zero. It's time to teach everyone the proper way to handle, cook, discard food. I hope Jollibee big bosses will do something about it before somebody get ill. Wake up!!!

Another update

Okay yesterday (February 12) around lunch time a 2 piece Chicken Joy meal arrived courtesy of Jollibee St. Francis branch and area manager of Jollibee (within Ortigas branches). I must admit it was very tempting and juicy to say the least but the memory of spoiled gravy still lingers in my mind and no Chicken Joy could ever tempt me at the moment. I just gave it to my co worker who enjoyed it very much.

At around 2:45 pm, I was on a meeting when I was informed that somebody from Jollibee is looking for me. It turned out that its the store manager of Jollibee Emerald Branch, whom I don't wanna meet (at the moment) or even talk to because I might blurt out some not really good words. Well, we talked (95 percent of the time she talked and I kept quiet) for a good 5 minutes but it seems forever already and she never mention the reason she suddenly forgot all the things we agreed upon when we had our last conversation. As far as I know she didn't really apologized about it nor explain anything. Before she left, she gave me a 500 bucks worth of Jollibee gift certificate which I gave to people in my department.

To make a long long story short, here's a bullet point of what happened:

• I ate a spoiled product
• I asked the crew to taste it but he refused
• They offered to replace only the gravy initially but when they saw it was a mistake they change the Chicken Joy too.
• Manager called me up after I informed Jollibee's customer support of the incident. She said she will make it up to me and give me gift certificates but was insulted of the 200 pesos amount (c'mon all these trouble and you just give me 200 bucks?) Anyone want's to eat a good portion of spoiled food and get 200 pesos gift certificate of their own product to probably eat another spoiled food again? Anyone?
• The store manager again apologized over the phone and said she'll add more gift certificates but had an amnesia of some sort because all of a sudden within a couple of hours she forgot all about it.
• Talked to area manager this time and she said she will take care of it and she will meet me personally to give another free lunch (Chicken Joy) and my additional gift certificates
• She had to beg off and sent the store manager insteadwhich I clearly made known to her that I don't want to meet
• Well I got my Chicken Joy but gave it away and my 500 gift certificates which I gave it away too
• Overall I am not satisfied with the food, initial treatment, following treatment and for all the trouble I've been through thats why I made this blog.

Jollibee experience update

Hmmm...I've talked to Jollibee area manager on the evening of Wednesday, February 06, 2008 and she apologized and heard my side of the story. She also told me that she had a brief conversation with the branch manager Jollibee (Emerald ave, Ortigas) and never mentioned anything about what she promised nor the thing about I need to come with them for a check up whether I like it or not. The area manager said she will take care of it and will get back to me today ( I was on leave until yesterday). Oh well...let me wait if something will going to happen today.

My not so savory experience with Jollibee

Okay I know this is a blog so let me try make my long story short.

This morning we ate breakfast at Jollibee Emerald Ave. (Ortigas Center) branch and I ate a good portion of their spoiled gravy (yummy!!!) which even their crew won't even want to taste it. After some discussion, they admitted that somehow they forgot to wash/remove the old gravy (Wow is this what you call quality control?) and unfortunately it ended up on my plate (hey I'm getting hungry now).

Of course I called the manager and she just apologized (well I already ate spoonfuls of it and the best you could do is apologized?) but after seeing me disgusted offered to change the gravy (please don't I like the sour taste of your gravy) and again they felt that changing the gravy alone won't let then off the hook so they up the ante and suggested to change my Chicken Joy meal (now I know why their chicken is not so happy) to a new one. They prepared it faster than I can even utter anything.

Because I just took a quick break, I decided to went back to my office and just called Jollibee hotline to inform them of what just happened. A couple of hours later, manager from the said Jollibee branch called me and offered some peace offering. Somebody went to my office and gave me gift certificates which I found the amount rather insulting. So I called the same manager and told her what I've felt. She apologized again and asked how can she make it up to me and offered to give more gift certificates and a free check up from their clinic a few buildings away. So I told her just don't give me an insulting amount and she said she will sent someone again to give the additional gift certificates. We also agreed upon that I will let them know if I will accept their offer about the check up and it depends if I feel ill or not.

No one went to my office and no one called me. I called them and said I was about to go home but unfortunately the manager I talked to was out on her break. An hour passed and before I step out of the office I remember to call them back. Talked to another manager and was told that she didn't get any information about the additional gift certficates and she will let me know right away and just give her 10 minutes to call her boss, the other manager that made promised to me. She called me back and was informed that she got no reply about the gift certificate even after she mentioned it and just been told that I need to go with them and have me check up by their company doctor "whether I like it or not"

Now this made me really furious. It's not about the gift certificate or anything but its about what has been agreed upon and in any case something came up or theres a change or anything, maybe someone calling me to inform me isn't asking for too much. I ate their stinking gravy that even their own crew doesn't even want to taste it, been anxious the whole day because I might get sick or something then Jollibee will tell me "whether I like it or not" I need to come with them for a medical check up? What the? Let me sign a waiver or something but don't tell me "whether I like it or not" I need to come with you guys.

I made a long email and complained about what happened and sent it to feedback@jollibee.com.ph and jbcare@sterlingglobal.com (Sterling Global handles their customer support) and I also called and talked to someone from Sterling Global and will update this blog whatever action (or the the lack off) they will do.